Last updated: 30/10/2025
1. Shipping
1.1 Delivery area: We currently deliver to UK addresses only (England, Wales, Scotland, Northern Ireland). International delivery may be offered in future.
1.2 Dispatch time: Orders are usually dispatched within 21 days of payment being received, unless stated otherwise for personalised items.
1.3 Delivery method & cost: We use Royal Mail and the completed items will be sent by special delivery – this is covered in the cost of the goods ordered
1.4 Estimated delivery time: After dispatch, Goods should arrive within 2-5 days of completion for UK delivery. Please note this is an estimate and delays may occur due to courier or postal services.
1.5 Tracking & signature: We may provide tracking information and a signature will be required on delivery
1.6 Address accuracy: Please ensure you supply correct delivery address. If a delivery fails because of incorrect address, we reserve the right to charge for re-delivery or treat the Order as cancelled and refund minus original carriage cost.
2. Returns & Refunds
2.1 Consumer right to cancel (non-business buyers): You have the right to cancel your Order within 14 calendar days of receipt without giving a reason. See Terms clause 8 for full details.
2.2 Return procedure: To return Goods, email eternalwhisperskeepsakes@gmail.com with your Order number and request return authorisation. You must return Goods within 14 calendar days after informing us.
2.3 Return cost: You are responsible for the cost of returning the Goods unless the item is faulty or we have sent the wrong item. We recommend using a tracked or insured service, as we cannot guarantee receipt.
2.4 Condition of returned Goods: Goods must be returned unused, in original packaging and in a condition suitable for resale. If the Goods are not returned in this condition we may reduce the refund to reflect any diminished value.
2.5 Refunds: Once we receive returned Goods we will refund you within 14 calendar days. The refund will include the price you paid for the Goods and the standard delivery cost you paid (if applicable).
2.6 Exceptions – personalised items: Goods which have been customised or personalised to your specifications cannot be cancelled once manufacturing has commenced.
2.7 Faulty or incorrect Goods: If Goods are faulty or incorrect you must inform us within [e.g. 14] days of receipt with photos of the defect or error. We will then arrange repair, replacement or full refund.
2.8 Exchanges: We do not offer direct exchanges. You should return the unwanted item for refund and place a new Order for the replacement item.
3. Business buyers
If you are purchasing as a business, different returns rights apply. Please contact us for details before placing an Order.
